Mark McGrath

Team Lead, Invoice Investigations, Finance @Suncor

Calgary, AB, CA

Act as an internal consultant to business leaders on continuous improvement projects and escalations coming through the invoice investigations teamReview performance, and provide coaching and development guidance to direct reportsIdentify risks by monitoring sales processing and invoice generation performanceDevelop strategies, typically in the 1-5 year timeframe, to influence new system functionality to increase overall team efficiency Interact with customers by professionally addressing their concerns via phone and email to provide best-in-class customer service for escalated inquiries and complaintsProvide insight and raise awareness to areas of opportunity within our business processesHandle complex complaints from a wide range of customers; ultimately trying to improve our customer perception and retain loyaltyConsult with internal business partners to find the best solutions and provide accurate responses to customer queriesCollaborate, provide support, and share knowledge with team members to improve the customer experience and promote internal development